Journey Map: [Experience Name] from [Specific User’s] Perspective Center for Care Innovations 2018 Guiding Principles in the Experience Principle (What you know to be true about end users’ needs, desires) Principle (What you know to be true about end users’ needs, desires) Principle (What you know to be true about end users’ needs, desires) [STAGE NAME] Stages In Journey End User Activities (What Happens, In What Sequence, From Their Perspective) Follow-up reminder #1 Make appointment Waiting room FOR ILLUSTRATION ONLY Follow-up reminder #2 Receive bill from appt Intake process Receive confirmation email Change appt date via web portal Transit to office User is Thinking… Notes User is feeling… Key Opportunities for Redesign Overarching opportunity areas for better design Specific point in journey opportune for better design Specific point in journey opportune for better design

Icons and Graphics Starter Library Center for Care Innovations 2018 Touch point nodes, labels, and arrows Positive touchpoint or activity Pain/negative touchpoint or activity Neutral touchpoint or activity Touchpoint Name Touchpoint label, if necessary Directional arrow to so sequencing of journey touchpoints All icons sourced from The Noun Project https://thenounproject.com/ You must keep the attributions if you use these Creative Commons icons. Explore more options on the website!